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Meghan Haggerty

2009 Public Policy Summer Fellow

May 1, 2009

Graduate Degree:Harvard Kennedy SchoolUndergraduate Degree:Harvard CollegeAreas of interest:Performance ManagementMentor:Kathy Kottaridis, Executive Director, Historic Boston, Inc.Agency:Mayor's Office, City of BostonSupervisor:Chris Osgood, Special Advisor to the Mayor and Matt Mayrl, Special Projects AssociateProject description:Meghan's Rappaport Fellowship project was to create a work plan for Phase 3 of the City of Boston’s constituent relationship management and work order system (CRM/WOM). This system allows for call takers in the Mayor’s 24 Hour Constituent Service Center to create cases and gather work order information which is routed directly to frontline service departments. Through fuller utilization of this common work order and reporting system, the City has been able to improve responsiveness to constituent complaints, increase accountability, and gather more reliable and timely operational data on participating departments. In order to create this plan, she interviewed mid-level and senior management of Boston’s Public Works and Parks departments to understand how the system could be used to improve their internal operations.

Meghan says that she thoroughly enjoyed her experience as a 2009 Rappaport Summer Fellow. This program enabled her to explore management issues at City of Boston and to network with leaders who care about the governance and policy issues facing Greater Boston. She was able to work on the Boston’s constituent relationship management and work order system (CRM/WOM). She gained valuable experience creating a work plan to direct almost $1,000,000 of Boston’s FY10 funds toward expanding the system.